Generative AI Will Redefine Crucial Work Skills, but It Can’t Replace Human Expertise

GenAI signals new possibilities, and it's inevitable that certain tasks will be automated. But humans won't be replaced; instead, their roles will be elevated.

Preventing Deepfake Phishing from Leaving Customers on the Hook

Customer service personnel need to be trained to detect and react to deepfake phishing attempts. (Featured on SmartCustomerService.com.)

AI Voice: Working with, Not Against, Humans

Companies can leverage automated voice in new ways, building fuller, more authentic connections with their audiences.

Conversational AI Is Finding Its Voice

The future of multilingual support lies with conversational artificial intelligence.

The Need for Continuous Speech Recognition Testing

Conversational AI and voice have to be tested to ensure that they work flawlessly.

Voice Technology is Essential to Digital Transformation

Advances in speech technology are ensuring that voice continues to have a role in customer interactions.

How to Build the Perfect Chatbot

The right testing considerations can make all the difference when it comes to designing an effective chatbot.

Transforming Customer Interactions with Conversational Insight

Connect to Customers with the Help of Google, Amazon, and Apple

Building digital assistants to help customers is becoming an industry requirement, so companies should start soon if they don't already have one.

Customer Support Predictions for 2020

Staying ahead of key trends can be key in helping companies create a personalized customer experience. Here are five key trends that will shape customer support in 2020.

Rethinking Voice in a Digital World

For years, investments in the voice channel have taken a backseat to digital. But thanks to the rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice.

Software Inside the Hardware: Unlocking the Skills in a VUI

Much as developers rushed to put new apps onto Apple's App Store in 2009, we're seeing a bit of a gold rush to develop new skills for voice assistants. But developing for a VUI is an entirely different challenge.

Video: The Current State of Conversational Systems

Conversational Technologies Principal Deborah Dahl discusses the state of the art for the three pillars of conversational systems in this clip from her keynote at SpeechTEK 2019.

Humanizing Voice Technology to Connect with Patients

Wolters Kluwer Health turned to VUI to keep patients engaged, on-track and, ultimately, healthy. Along the way, the team also discovered empathy in technology.

Conversational Service Automation: The $350 Billion Industry That Will Surprise Everyone with Its Next Move

People are increasingly looking to customer service to solve complex problems quickly, on a multitude of platforms -- and the brands that can find a way to do all of those things will build long-term affinity with their clients. Here's how companies can achieve success by keeping customers around with proactive customer service.

4 Reasons Why Purchasing with Voice is the Future

Explore four consumer trends that are driving the growth of voice intelligence in point of sale platforms.

How Artificial Intelligence is Transforming Human Resource Departments

The human resources (HR) function has seen many transformations over the years but the increasing use of artificial intelligence in the workplace presents challenges and opportunities to the profession.

Why Consumers Prefer People For Customer Service Queries

Do customers consider chatbots a better solution to common issues they may face online? A survey suggests that human-facing customer service is still the best way to satisfy your customers.

Digital Marketing & Voice Search: What Marketers Need To Know

The smart speaker marketplace—think Amazon Echo and Google Home—is growing like gangbusters, and digital marketers who are in the know, are bracing for its impact. The emerging category is evolving rapidly, and could affect the digital marketing landscape in a similar way that mobile devices and smartphones did a decade ago—except maybe faster and more pervasively.

Q&A: Why Chatbots Aren't Just for Digital Channels

What do you picture when you think about chatbots? A speech bubble on a screen? Maybe one of the many virtual assistant devices making their way into homes? Whatever the picture is in your mind's eye, it's likely it involves digital channels. But Scott Horn, CMO of [24]7.ai, says you're missing a big piece of the puzzle if you're only taking a digital approach to chatbots.